Service for Apps: a New Venture from Salesforce for In-App Mobile Support

By CIOReview | Tuesday, July 7, 2015
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FREMONT, CA: Salesforce introduces Service for Apps to create multichannel customer service into mobile apps to deliver instant, contextual and connected support across all companies. The service embeds live agent support and a knowledge base within their applications and other CRM news for Salesforce Service Cloud users.

The new suite of products powered by Salesforce’s ‘Service Cloud’ allows any company to embed multi-channel customer service easily and directly into mobile apps, giving customers an instant, contextual and connected experience including live video chat with a customer service agent.

The suite of products that is been incorporated in Service for Apps covers  Chat for Apps, Tap-to-Call for Apps, Knowledge for Apps, Cases for Apps and Salesforce SOS for Apps. Assisted by these apps, companies can embed service right inside their mobile apps immediately thereby delivering personalized support and faster resolution of problems.

Chat Apps allows unsatisfied customers to contact an agent through an instant message without leaving the app; and the agent can easily identify the customers for more reliable rectifications of problems. On the other hand, Salesforce SOS for Apps delivers live, personalized and interactive video support, on-screen guided assistance and screen-sharing with an agent. The solution extends anytime, anywhere customer service within any mobile app.

Knowledge for Apps delivers easy access to knowledge articles and FAQs while staying on the app. It also converts the best crowdsourced answers into knowledge articles.

Tap-to-Call for Apps provides customers live phone support from any mobile app for the immediate settlement of grievances. This will help the customers to get real time support without the aid of agent to accelerate the service extended.

With Cases for Apps solution, customers can readily create and monitor cases using camera and location in order to give more details. A notification is sent after resolving the respective case. The app also extends any time access to agents to view and manage cases, accelerating the time taken for resolution.

Meanwhile, Salesforce is also bringing in Desk.com for Apps, a new Software Development Kit powered by Desk.com, the all-in-one customer support app that supports smaller businesses (SMBs) deliver fast, exceptional customer service.